Verizon Sends Customer Refurbished Phone with MDM, Data Remotely Wiped

Verizon customer Tom Collery experienced a significant data incident after receiving a "refurbished" Samsung Galaxy Z Flip7 from the company. The device was equipped with an active Mobile Device Management (MDM) profile, which allowed Verizon to maintain remote control over it. Collery had initially contacted Verizon in February due to persistent network problems, including dropped calls, prompting the company to send him a replacement phone.

Instead of a brand-new device or a properly functioning refurbished unit, Collery received a phone managed by the same type of software typically used to monitor and control company-owned devices. He reportedly used the Samsung Galaxy Z Flip7 for a couple of weeks before all his personal data was completely erased. This data deletion appeared to be the result of a remote action that triggered a full factory reset on the device.

It was subsequently revealed that the refurbished phone was, in fact, a store demonstration unit. This unit had not been properly wiped of its MDM profile and associated settings before being shipped to Collery. The incident raises serious questions regarding Verizon's internal processes and quality control measures for preparing refurbished phones for distribution to new users.

According to Ars Technica, the failure highlights concerns about how Verizon prepares refurbished phones for new users.